American Airlines is bottom of the barrel when it comes to cust. service. I was recently held up in San Diego with AA and wanted to avoid the same situation on an upcoming trip. We are experiencing bad weather in the Tulsa area and I looked into rerouting. I had the displeasure of speaking with a Kathleen out of Tulsa. Rude, overbearing, defensive and unwilling to take into consideration any of my concerns was the only attitudes I got from her.
I hope AA wakes up and realizes there are other airlines people can use. In the future I think I'll stick with Continetal. Any problems I've had with them have always been resolved.